GhFly

Social Media Planner – Community Manager, SAC

GhFly

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Ensure a consistent, empathetic customer experience aligned with the brand positioning across all touchpoints.
  • Ensure quality, speed, and coherence of interactions on social networks and SAC channels.
  • Contribute to building and strengthening the brand community.
  • Work strategically to identify trends, risks, and opportunities from public interactions.
  • Promote continuous improvement of customer service and relationship processes.
  • Support strategic decisions through data analysis, audience behavior, and community sentiment.
  • Contribute to the prevention and mitigation of reputation crises.
  • Strengthen integration between customer service, content, and digital strategy.
  • Ensure efficient use of technology and AI without losing the human element of service.

Requirements

  • Monitor and respond to social media interactions with empathy, speed, and alignment to the brand voice.
  • Work with SAC platforms, social listening, and sentiment monitoring tools.
  • Identify behavior patterns, recurring issues, opportunities, and potential risks in interactions.
  • Develop, update, and maintain community and SAC guidelines (playbooks, flows, protocols, and taxonomies).
  • Produce monthly reports with analyses, strategic insights, and actionable recommendations.
  • Participate in internal and client meetings, presenting audience behavior analyses and trends.
  • Maintain continuous interface with the Social Media team, translating SAC learnings into inputs for content and narrative.
  • Suggest improvements to service flows, focusing on efficiency, organization, and optimization.
  • Use Artificial Intelligence tools to automate operational tasks and support analyses.
  • Manage requests autonomously, with clear prioritization and cross-functional alignment.
  • Identify early signs of crises and suggest preventive measures.
  • Propose engagement initiatives and actions to strengthen the digital community.
Benefits
  • Meal allowance and/or food card via Ticket Flex (no payroll discount);
  • Transportation allowance or mobility assistance (no payroll discount);
  • Wellhub (Gympass) for physical, mental health and wellbeing;
  • MetLife Life Insurance;
  • Doutor Pet (discounted pet health plan);
  • Beetools (exclusive discounts on language courses);
  • Partnerships with educational institutions for undergraduate, graduate and MBA programs;
  • Creditas (salary advance, special loan terms and purchases at Creditas Store without affecting credit card limit);
  • Bracov pharmacy agreement, valid at major chains in Brazil;
  • Access to SESC, with benefits in education, wellness, tourism, culture and more.
  • Inclusive and extended parental leave – 6 months for mothers and 20 days for fathers, including adoptive parents, trans women, trans men and same-sex couples;
  • Pet leave – a day off when adopting a pet to enjoy your new companion;
  • Pilot Hunter – our referral program that rewards you when your recommendation is hired.
  • Hybrid model for those based in Curitiba and São Paulo: office attendance 3x per week;
  • Birthday day off – one day off in your birthday month to enjoy as you wish;
  • Anniversary day off – one day off to celebrate your work anniversary as you prefer;
  • Reset day – flexibility to use hours from the time bank in a planned manner;
  • Flexible work time – start between 8:00 and 10:00 and finish between 17:00 and 19:00, according to the team dynamics, client demands and alignment with leadership;
  • Work-from-anywhere weeks – ability to work from anywhere in the world for up to 4 non-consecutive weeks per year, varying by seniority.
  • Development and Culture
  • Our focus is to drive your growth! We offer initiatives that encourage continuous learning and professional development.
  • Monthly 1:1s with leadership for individual follow-up;
  • Individual Development Plan (PDI) with leadership support for continuous growth;
  • Biannual evaluations – self-assessment, leadership feedback and strategic alignment for professional growth;
  • GhN University – personalized development tracks and training in partnership with industry leaders, plus frequent training sessions led by leaders and strategic partners like Google, TikTok and Meta;
  • Internal recruitment, encouraging career growth within the company.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysissocial media monitoringsentiment analysiscommunity managementcrisis managementreportingprocess optimizationAI tools usagetrend identificationcustomer service improvement
Soft Skills
empathystrategic thinkingcommunicationcollaborationorganizationprioritizationautonomyadaptabilityproblem-solvingcreativity